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Human-centered design (HCD) is a management framework that takes into account the human perspective in all steps of the problem-solving process. When applied to business, HCD means to reshape the entire organization and its capabilities system around the Customer Experience. This includes Strategy, Product Development, Operations, Marketing, Sales, Customer Service, among other functional areas relevant to the Customer Experience element at hand. This requires mobilizing Digital Technologies to build empathy with the customer.
Source: Human-centered Design (HCD) PowerPoint document
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Human-centered Design (HCD)
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Number of Slides: 18
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Upload date (first version): Mar 27, 2017
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